South Kesteven District Council (202334681)

Background

1. On 28 July 2023 the resident complained to the landlord about the conduct of a staff member who had visited her property. She said the staff member was rude and lacked consideration. The resident told us the landlord has since allocated a new member of staff to visit her property, but it did not acknowledge the distress she had been caused.

What the complaint is about

2. The complaint is about the landlord’s response to reports of staff conduct.

Our decision (determination)

3. The complaint was resolved with intervention.

We have made recommendations for the landlord to put things right.

Summary of reasons

4. At the end of the complaints process the landlord assured the resident it had investigated her concerns. It did not offer the resident compensation.
5. We contacted the landlord and provided it with a summary of our understanding if events. This included some comments on areas that could have been handled better, such as its complaint handling, and what the landlord could do to resolve the resident’s complaint.
6. Following our intervention, the landlord offered to pay the resident £200 compensation. Both parties agreed to this as a resolution to the complaint.
7. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy the matters.
8. Subject to the landlord paying the compensation, we are satisfied the complaint will be resolved satisfactorily.

Putting things right

Recommendations

The complaint has been resolved with intervention on the basis the landlord follows our recommendations.